Operations Management: Processes and Supply Chains (11th Edition)
11th Edition
ISBN: 9780133872132
Author: Lee J. Krajewski, Manoj K. Malhotra, Larry P. Ritzman
Publisher: PEARSON
expand_more
expand_more
format_list_bulleted
Videos
Textbook Question
Chapter 2, Problem 24P
Smith, Schroeder, and Torn (SST) is a short-haul house hold furniture moving company. SST’s labor force, selected from the local community college football team, is temporary and part time. SST is concerned with recent complaints, as tabulated on the following tally sheet.
- Draw a bar chart and a Pareto chart using OM Explorer to identify the most serious moving problems.
- The manager of Smith, Schroeder, and Torn is attempting to understand the root causes of complaints. Ile has compiled the following list of issues that occurred during problem deliveries:
Truck broke down, ran out of packing boxes, multiple deliveries in one day caused truck to be late, no furniture pads, employee dropped several items, drive got lost on route to address, ramp into truck was bent, no packing tape, new employee doesn’t know how to pack, moving dolly has broken wheel, employee late to work.
Organize these causes into a cause-and-effect diagram.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
Problem data follows:
Annual number of customers surveyed
7,600
Cost of survey if conducted by RBG Associates
$ 35,000
Costs related to the survey in the prior year.
Mailing
$17,500
Printing (done by Lester Print Shop)
6,000
Salary of Pat Fisher, part-time employee who stuffed envelopes
and summarized data when surveys were returned
2,080
Depreciation of computer and software
1,200
Electricity and phone costs
600
Total
$27,380
Number of hours spent on survey by Pat Fisher
130
Required: fill in the yellow cells and also the name of the costs listed under the cost savings. The "Cost of RGB" has been filled in for you.
What is the…
Hotel ComplaintsA luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows:
Complaint Number of Occurrences
Week 1Error on bill 10Room not ready at check-in 8Room service delivery late 3Longline at check-out 10
Week 2Error on bill 12Noise in hallway 2Longline at check-out…
Construct AON diagram for the following data.
АСTIVITY
IMMEDIATE
PREDECESSORS
A
B
АВЕ
E
ACD
F
BDG
G
EF
H
DF
FG
J
FHI
K
HL
L
GJK
M
J,K,L
N
M
Chapter 2 Solutions
Operations Management: Processes and Supply Chains (11th Edition)
Ch. 2 - Prob. 3DQCh. 2 - Prob. 4DQCh. 2 - Consider the range of processes in the financial...Ch. 2 - Prob. 6DQCh. 2 - Continuous improvement recognizes that many small...Ch. 2 - Prob. 8DQCh. 2 - Paul O’Neill, former U.S. Treasury Secretary,...Ch. 2 - Dr. Gulakowicz is an orthodontist. She estimates...Ch. 2 - Two different manufacturing processes are being...Ch. 2 - The operations manager at Sebago Manufacturing is...
Ch. 2 - Consider the Custom Molds, Inc., case at the end...Ch. 2 - Founded in 1970, ABC is one of the world’s...Ch. 2 - Prepare a flowchart of the field service division...Ch. 2 - Big Bob’s Burger Barn would like to graphically...Ch. 2 - Prob. 10PCh. 2 - Prob. 11PCh. 2 - Prob. 12PCh. 2 - Prob. 13PCh. 2 - Prob. 14PCh. 2 - Prob. 15PCh. 2 - A time study of an employee assembling peanut...Ch. 2 - Prob. 18PCh. 2 - Prob. 19PCh. 2 - Prob. 20PCh. 2 - Prob. 21PCh. 2 - Prob. 22PCh. 2 - Prob. 23PCh. 2 - Smith, Schroeder, and Torn (SST) is a short-haul...Ch. 2 - Prob. 25PCh. 2 - Prob. 26PCh. 2 - Prob. 27PCh. 2 - Prob. 28PCh. 2 - Prob. 29PCh. 2 - Prob. 30PCh. 2 - Prob. 31PCh. 2 - Prob. 32PCh. 2 - Prob. 33PCh. 2 - Prob. 1AMECh. 2 - What percentage of overall complaints do the three...Ch. 2 - Prob. 3AMECh. 2 - Prob. 1VCCh. 2 - What are the benefits that the POI program can...Ch. 2 - Prob. 3VCCh. 2 - What are the major issues facing Tom and Mason...Ch. 2 - Prob. 1.2CCh. 2 - Prob. 1.3CCh. 2 - Prob. 2.1CCh. 2 - Prob. 2.2CCh. 2 - Prob. 2.3C
Additional Business Textbook Solutions
Find more solutions based on key concepts
What is precedent, and how does it affect common law?
Business in Action
2. Identify four people who have contributed to the theory and techniques of operations management.
Operations Management: Sustainability and Supply Chain Management (12th Edition)
2. In what circumstances might a market-pull approach or a technology-push approach to new-product design be th...
OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
The flowchart for the process at the local car wash. Introduction: Flowchart: A flowchart is a visualrepresenta...
Principles Of Operations Management
What is precedent, and how does it affect common law?
Business in Action (8th Edition)
Many companies including Company OM tried to implement dynamic pricing in their ticketing system. The dynamic p...
Principles of Operations Management: Sustainability and Supply Chain Management (10th Edition)
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- Scenario 4 Sharon Gillespie, a new buyer at Visionex, Inc., was reviewing quotations for a tooling contract submitted by four suppliers. She was evaluating the quotes based on price, target quality levels, and delivery lead time promises. As she was working, her manager, Dave Cox, entered her office. He asked how everything was progressing and if she needed any help. She mentioned she was reviewing quotations from suppliers for a tooling contract. Dave asked who the interested suppliers were and if she had made a decision. Sharon indicated that one supplier, Apex, appeared to fit exactly the requirements Visionex had specified in the proposal. Dave told her to keep up the good work. Later that day Dave again visited Sharons office. He stated that he had done some research on the suppliers and felt that another supplier, Micron, appeared to have the best track record with Visionex. He pointed out that Sharons first choice was a new supplier to Visionex and there was some risk involved with that choice. Dave indicated that it would please him greatly if she selected Micron for the contract. The next day Sharon was having lunch with another buyer, Mark Smith. She mentioned the conversation with Dave and said she honestly felt that Apex was the best choice. When Mark asked Sharon who Dave preferred, she answered, Micron. At that point Mark rolled his eyes and shook his head. Sharon asked what the body language was all about. Mark replied, Look, I know youre new but you should know this. I heard last week that Daves brother-in-law is a new part owner of Micron. I was wondering how soon it would be before he started steering business to that company. He is not the straightest character. Sharon was shocked. After a few moments, she announced that her original choice was still the best selection. At that point Mark reminded Sharon that she was replacing a terminated buyer who did not go along with one of Daves previous preferred suppliers. Ethical decisions that affect a buyers ethical perspective usually involve the organizational environment, cultural environment, personal environment, and industry environment. Analyze this scenario using these four variables.arrow_forwardScenario 4 Sharon Gillespie, a new buyer at Visionex, Inc., was reviewing quotations for a tooling contract submitted by four suppliers. She was evaluating the quotes based on price, target quality levels, and delivery lead time promises. As she was working, her manager, Dave Cox, entered her office. He asked how everything was progressing and if she needed any help. She mentioned she was reviewing quotations from suppliers for a tooling contract. Dave asked who the interested suppliers were and if she had made a decision. Sharon indicated that one supplier, Apex, appeared to fit exactly the requirements Visionex had specified in the proposal. Dave told her to keep up the good work. Later that day Dave again visited Sharons office. He stated that he had done some research on the suppliers and felt that another supplier, Micron, appeared to have the best track record with Visionex. He pointed out that Sharons first choice was a new supplier to Visionex and there was some risk involved with that choice. Dave indicated that it would please him greatly if she selected Micron for the contract. The next day Sharon was having lunch with another buyer, Mark Smith. She mentioned the conversation with Dave and said she honestly felt that Apex was the best choice. When Mark asked Sharon who Dave preferred, she answered, Micron. At that point Mark rolled his eyes and shook his head. Sharon asked what the body language was all about. Mark replied, Look, I know youre new but you should know this. I heard last week that Daves brother-in-law is a new part owner of Micron. I was wondering how soon it would be before he started steering business to that company. He is not the straightest character. Sharon was shocked. After a few moments, she announced that her original choice was still the best selection. At that point Mark reminded Sharon that she was replacing a terminated buyer who did not go along with one of Daves previous preferred suppliers. What should Sharon do in this situation?arrow_forwardConstruct a Gantt Chart for the building of the chip manufacturing facilityarrow_forward
- Azril's Pizza Bagooz (APB) is a small dining and delivery Restaurant. APB's labor forces, selected from the local residents, are temporary and part time. APB is concerned with recent complaint, as tabulated on the following tally sheet, COMPLAINT TALLY Wrong topping Topping Stuck HH HH HIH I Wrong Size Pizza Late Delivey Wrong Crust Pizza no-show Pizza Eaten II Use this data to build a Pareto chart to help identify the "vital few" problems. Next, build fishbone diagram based on the most vital problem. Do come up with at least two (2) of the solutions for the vital problem.arrow_forwardThe manager of a neighborhood restaurant is concerned about the smaller numbers of customers patronizing his eatery. Complaints have been rising, and he would like to find out what issues to address and present the findings in a way his employees can understand. The manager surveyed his customers over several weeks and collected the following data. 13 complaints on Discourteous server, 44 complaints on Slow service, 8 complaints on Cold dinner, 22 complaints on Cramped table, 13 complaints on Atmosphere. The major two complaints contribute for *arrow_forward(a) A review of crash records shows that a signalised intersection is a hazardous location because of abnormally high number of collisions. By taking Universiti Tun Hussein Onn Malaysia signalised Intersection as the study area, suggest the possible causes of the crash, and the possible study to be conducted in order to determine the actual causes. (b) Residents of a local neighbourhood have been complaining to local authority that vehicles are using their side streets as shortcut to avoid rush hour traffic. Discuss the option available to the local authority to address residents' concern.arrow_forward
- A list of 16 issues that led to incorrect formulations in Tuncey Bayrak’s jam manufacturing unit in New England is provided below: Create a fish-bone diagram and categorize each of these issues correctly, using the “four M s” method.arrow_forwardPrecision Delivery Inc. Case StudyPrecision Delivery Inc. (PDI) is a package pickup and delivery service for homes and small businesses.PDI specializes in packages of 50 pounds or less and has a full-price rebate policy for any pickup ordelivery made outside the customer-designated 15-minute window. PDI advertising proudly states,“Pickup and delivery at your convenience, not ours.”PDI has facilities at 2 locations, Downtown and Suburbia, each servicing customers within a 15-mileradius with pickup and deliveries made by truck or bicycle. Customers designate a 15-minute windowfor their packages to be picked up or delivered. PDI charges customers $5 per package plus $1 perpound (50-pound maximum).PDI Sales Operators receive pickup and delivery requests by phone from customers. Dispatchers issueinstructions to Field Operators for pickups and deliveries. To ensure prompt service, Dispatchers planfor 30 minutes of travel time, one way, for each pickup or delivery and target arrival time for…arrow_forwardPrecision Delivery Inc. Case StudyPrecision Delivery Inc. (PDI) is a package pickup and delivery service for homes and small businesses.PDI specializes in packages of 50 pounds or less and has a full-price rebate policy for any pickup ordelivery made outside the customer-designated 15-minute window. PDI advertising proudly states,“Pickup and delivery at your convenience, not ours.”PDI has facilities at 2 locations, Downtown and Suburbia, each servicing customers within a 15-mileradius with pickup and deliveries made by truck or bicycle. Customers designate a 15-minute windowfor their packages to be picked up or delivered. PDI charges customers $5 per package plus $1 perpound (50-pound maximum).PDI Sales Operators receive pickup and delivery requests by phone from customers. Dispatchers issueinstructions to Field Operators for pickups and deliveries. To ensure prompt service, Dispatchers planfor 30 minutes of travel time, one way, for each pickup or delivery and target arrival time for…arrow_forward
- C: CASE STUDY 1 Hetty’s Cakes & Rolls Enterprise (HCRE) is famous for its vegetable Vietnamese rice paper rolls, especially for vegans in Kota Kinabalu area. The vegetable Vietnamese rice paper rolls are made of rice papers which HCRE purchases directly from a supplier in Vietnam at RM20 per pack. The monthly demand for the rice papers is estimated at 2,500 packs. The delivery cost is RM450 per order. The administrative cost for ordering is RM15 per order. The storage cost is RM2.50 per pack, and the insurance cost is at 5% of inventory value. The maximum and minimum usage of the rice paper is 300 packs and 150 packs, respectively. The delivery made from the supplier will take as long as 4 weeks and the shortest time expected is 2 weeks. Miss Hetty, the manager, is interested to monitor the stock level of the rice paper in the store. Required: Calculate the following: Total Carrying Cost for Vietnamese rice papers. Economic Order Quantity (EOQ) for Vietnamese rice…arrow_forwardOperations Management Hotel ComplaintsA luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows:Complaint Number of Occurrences Week 1Error on bill 10Room not ready at check-in 8Room service delivery late 3Longline at check-out 10 Week 2Error on bill 12Noise in hallway 2Longline at check-out…arrow_forwardExplain the cause-and-effect diagram with a suitable example ?arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Process selection and facility layout; Author: Dr. Bharatendra Rai;https://www.youtube.com/watch?v=wjxS79880MM;License: Standard YouTube License, CC-BY